DESIGNING, EXECUTING, MEASURING AND IMPROVING

PROCESS FLOW TOWARDS EXCELLENCE

Teleperformance’s Back-Office Case Management Solution is built to solve requests that need further Investigation after being handled by the customer Care front office.


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We classify Back-office Case Management into three groups:

General Cases - also known as customer relationship cases, when a customer gets in touch with a contact center to request a personal data change, contract change, or other task that cannot be solved by the front office and needs further handling.
Claims Management - claims related to financial reimbursements to customers. When the company owes money to a customer based on a pre-established policy.
Product and Service Cases - cases related to product exchange or missing parts. Also, cases related to services that must be redone. 


SOLUTION COMPONENTS:

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Our Experience

With more than 170 BPO non-interactive operations around the world, Teleperformance offers back-office products to all major industries, such as Financial, Communications, Energy and Utilities, Travel, Retail, Healthcare, Government, and Technology.


OUTSTANDING RESULTS